Service Level Agreement (Professional Services)

This Service Level Agreement covers AkolagTech's professional services engagements - web/software development, DevOps, and technology consulting delivered under a signed proposal or Statement of Work (SOW). It is a companion to our Terms of Use and does not apply to hosting infrastructure, which is covered by the separate AKT Host Hosting SLA. Where a signed SOW or Master Services Agreement states different terms, that signed agreement controls.

1. How this SLA works

Professional services are project-based, not infrastructure-based - so this SLA is built around delivery timelines, communication commitments, and support response times rather than an uptime percentage. Specific dates, deliverables, and pricing for your engagement live in your SOW; this document sets the general operating terms that apply across engagements unless your SOW says otherwise.

2. Project delivery timelines

• Every engagement's estimated timeline and milestones are set out in its SOW or proposal, based on the agreed scope at signing.
• Timelines assume timely client input. Delays caused by late feedback, missing content/assets, delayed approvals, or delayed access to third-party systems extend the timeline on a roughly day-for-day basis, and we will tell you when this happens.
• We provide a status update at least weekly for active engagements (more often for short/sprint-based work), via your project channel, ticket, or email - whichever we agree on at kickoff.
• If we anticipate missing an agreed milestone for reasons within our control, we will notify you as soon as we know, with a revised date and a brief explanation.

3. Support response times

For engagements that include post-launch support or a support/maintenance retainer, we target the following first-response times during business hours (Monday-Friday, 9:00 AM - 6:00 PM WAT/EST, excluding public holidays), unless your SOW specifies different retainer-tier commitments:

Response time is time to a first human reply, not time to full resolution - resolution time depends on the issue's complexity and, for anything beyond the agreed support scope, may require a separate quote.

4. Revisions

Unless your SOW states a different number, each design or content deliverable includes two rounds of revisions based on consolidated feedback. A "round" is one set of consolidated change requests per deliverable, not unlimited back-and-forth edits. Additional revision rounds beyond what's included, or revisions that materially change previously approved direction, are billed at our standard hourly rate or quoted as a change order.

5. Scope and change requests

Work is delivered against the scope defined in your SOW. Requests that fall outside that scope - new features, new pages/integrations, or a materially different direction than what was approved - are handled as a change request: we will provide a written estimate of additional cost and timeline impact before starting that work. We do not start out-of-scope work on a verbal request alone; a change order needs written (email is fine) approval.

6. Exclusions

• Delays caused by third parties outside our control: hosting providers, external APIs, payment processors, domain registrars, or other vendors you've engaged.
• Delays caused by late client feedback, content, credentials, or approvals.
• Force majeure events beyond our reasonable control (natural disasters, widespread infrastructure outages, and similar).
• Work on code or systems modified by you or a third party outside the engagement, without our involvement.
• Free discovery calls, unpaid proposals, and pre-sales work are not covered by the response-time commitments in Section 3.

7. Limitation of liability

To the extent permitted by law, AkolagTech is not liable for indirect, incidental, special, or consequential damages (including lost profits or lost data) arising from a services engagement. Our total liability for any claim relating to a given engagement is limited to the fees you actually paid us for that specific engagement. Nothing here overrides the terms of a separately signed Master Services Agreement or SOW that explicitly states different terms.

8. Changes to this SLA

We may update this SLA as our delivery process changes. It applies to engagements starting after the "Last updated" date above; active engagements are governed by the terms in effect at the time their SOW was signed unless we agree in writing to apply an update.

9. Questions

Questions about this SLA or an active engagement: ●●●●●●●@●●●●●●●●●●●.●●●Reveal email →